What it is

A hand-off passes a conversation to the person who owns its topic, with the desk's proposed answer attached. Until someone decides, the hand-off waits in the Inbox and, when the Slack hand-off threads are on, in a Slack thread with reminders.

Where to find it

• Owners and the holding message: Office › Agents › Customer Support Specialist, Setup tab, sections When it asks first and Approvals and owners.
• Slack threads: the duty page Triages support tickets, Settings › Every setting, by topic › Hand-offs and VIPs.

Set who takes what

1. Under Approvals and owners, pick a person for each topic: billing questions, refund requests, bug reports, sales leads, VIP customers and Everything else.
2. Under When it asks first, switch on Send the customer a holding message while a person decides if you want it.
3. Under Rules, add "when this happens, hand it to a person" rules, for example when the customer asks for a person.
4. Click Save changes.

Hand-offs as Slack threads

1. On the duty's settings, switch on Hand-offs as Slack threads and set Support channel for hand-off threads.
2. Each hand-off then opens a thread: the owner is tagged, with the customer's words, a summary and the proposed answer.
3. Decide with the buttons (Send, Edit & send, Decline), or reply in the thread with an instruction. The desk carries it out as you.

Reminders

While nobody decides, the desk posts a short reminder in the thread and mentions the owner. By default the first comes after 30 minutes, then every 2 hours, inside your business hours, at most 6 a day. From the third reminder the fallback person is mentioned too. Reminders never go to the customer. When it asks first shows the timing in force.

What the states mean

• With a teammate: handed to a person, waiting.
• "Settled in Argus" in the thread: it was decided in the Inbox, so the reminders stop.

Good to know

• A hand-off is never sent on its own, in any mode.
• Deciding the reply in the Inbox or in Slack settles both places.
• Without the Slack threads, the Inbox card shows how long a hand-off has waited.
• Owners are shared with every agent of the company. Drafts wait for the people who Decide or Manage in Customer success, or the GM when there is nobody.